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It's a fairly involved process to get exactly what you want out of it.
I drew and sent a fusion 360 3D design, a 2D design, all the angles, tube lengths, boss placements, the cable routing, the distance of the bridges from the dropouts, the distance from the top of the seat tube that the seat stays join etc etc. You have to specify everything. The one thing I forgot to mention was where I wanted the front mech di2 hole and they put it on the front of the seat tube rather than the back where it enters the mech.
You live and learn
They sometimes chase me if I don't reply within 24 hours. Definitely no trouble in communication in my experience but they are mad busy and have a 4 month lead time at the moment compared to 6 weeks normally.
Are you emailing amy@waltlyti.com ?